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This edition of FMA Online is proudly supported byClickSoftware

Issue 58, Jul 2011

Welcome to the July edition of FMA Online.

I trust you have managed to survive the end of the financial year. Now it is a new financial year,and with the new financial year will come new opportunities and challenges.

Facilities management is set to go through some interesting times as all levels of governmentconsider and implement policies that will have a substantial impact on our sector. Issues such asthe carbon pricing, commercial building disclosure and disability access standards will be fullyimplemented over the next year and it is important that your industry body has a strong voice indiscussions as such policies are articulated.

I recently represented our industry at the Australian Sustainable Built Environment Council (thepeak body of organisations committed to a sustainable built environment in Australia), one ofnumerous opportunities to ensure that FMA Australia is seen as a key national player indiscussions around the built environment. Facilities management as an industry has the singlebiggest impact on the effective and efficient operation of buildings and it is an important messagein such discussions.

As we move forward I am aiming to ensure that FMA Australia has a strong presence withingovernment, the built environment sector and with individual policy makers, and that the impactof policy changes on the facilities management industry is well known and understood. To ensurethat FMA Australia is truly representative of the facilities management industry, we are finalisingthe arrangements for the establishment of the portfolio groups announced earlier this year. Thesegroups are: Advocacy, Education & Training, Events & Sponsorship, Knowledge, and Membership.They will play a key role in helping us to understand the views of our members and otherstakeholders on issues that affect facilities management. Further announcements on this keyengagement strategy will be made in coming weeks.

Last month I attended one of the many events held as part of World FM Day, being the VictorianBranch Luncheon and Expo. This event provided a great opportunity for me to meet many of ourmembers. For those who stayed on in the afternoon to visit the Expo, we were lucky enough to

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hear Paralympian Don Elgin, who delivered a fantastic message to all, and to hear of his lifeexperiences was certainly motivational. A great way to start the weekend!

A significant achievement for World FM Day this year was to have The Hon Julia Gillard MP, PrimeMinister of Australia, recognise FMA Australia and facilities management as an important elementin the management of the built environment. In her letter to FMA Australia she noted theimportant role that we play in ensuring the professional development of members. (Please clickhere to read the full message.)

In this regard, I would like to note that in the next 12 months we have more than 50 coursesplanned, and we plan to expand the range of topics available through the professionaldevelopment opportunities that we have on offer. I hope you will consider the importance ofkeeping your skills up-to-date through continuing your professional development with theassistance of our program and/or the Diploma in Facilities Management – the self-paced onlinediploma conducted for us through our partnership with Holmesglen.

In Canberra last month, I attended my first meeting as FMA Australia’s representative to BuiltEnvironment Meets Parliament. This was a great forum that provided an opportunity to hear fromvarious government Ministers and MPs, including their thoughts on the issues that affect the builtenvironment today and into the future. As a part of our advocacy program, the informationgathered at such meetings is invaluable, and once we launch the portfolio groups in the nextmonth we will ensure that this information is passed on to the relevant groups.

I look forward to working with you during the exciting and challenging times ahead.

Until next month…

Nicholas BurtChief Executive Officer

Issue ContentsEdition Supporter

ClickSoftwareFeatured Content

ADT in Australia Improves Customer Service with ClickSoftwareBranch News

FMA Australia Branch NewsACT Branch NewsSA Branch NewsQLD Branch NewsVIC Branch NewsWA Branch News

General NewsWhat is the ‘Centre for Facility Management Learning (CFML)’?Asset Accounting and Management 2011

Member ProfilesIrene Noordhorn

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‘The ClickSoftware solution will efficiently optimise the way we schedule our workforce, allowingus to provide better service to our customers, and ultimately increasing our competitiveness inthe marketplace,’ said Mark Norton, Managing Director of ADT Security in Australia.

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‘ADT in Australia is looking to lead the way with best practice customer service and theimplementation of ClickSoftware is another way we are demonstrating our commitment to ourcustomers,’ concluded Norton.

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‘We are delighted to be working with ADT in Australia. Their selection of ClickSoftware is anotherclear demonstration that our solution goes to the centre of improving and sustainingcompetitiveness,’ said Dr Moshe BenBassat, Chairman and CEO of ClickSoftware. ‘ADT in Australiawill be viewed as the showcase for other ADT subsidiaries around the globe and we are confidentthat our products will prove the expected business value by ADT,’ added Dr BenBassat.

Branch NewsFMA Australia Branch News

Victoria Branch News

South AustraliaBranch News

New South WalesBranch News

Western AustraliaBranch News

QueenslandBranch News

Australian Capital TerritoryBranch News

ACT Branch News

Last Month’s Event 23 June 2011Site Visit to Equinox Business Park

Member of the ACT Branch visited a business park which has recently been completed.Representatives from the owners, architects and contractor gave presentations about thephilosophy behind the development of the site, design concepts and technology incorporated inthe construction process.

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The site has been developed to be a business hub integrating with adjacent medical facilities andproviding services to the local community. The central amenity building provides cafe and agymnasium for occupants and the community.

Sustainability features incorporated into the site include tanks capable of holding 200,000 litres ofrainwater for re-use in gardens and toilets; secure parking for approximately 100 bicycles andLED street lighting. The building management system can be remotely accessed using iPhones.

During the construction stage the owners decided to enlarge the rooftop plant rooms to providespace for tenant plant and equipment. To minimise overhead ducting in basement car parks jetfans were installed to ventilate the car parks.

Following the presentations by the architect and contractor, members were taken on aninspection tour through basements, vacant office areas and plant rooms. Networking drinks afterthe tours allowed members to talk to the owners, architects and contractor.

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Next Month’s EventsThu 21 July 3 pm – 5 pm

Sit on the Fence or Lead

A technical discussion on the evolving role of facility managers in business continuity

We still remember the impacts of the Queensland floods and the Christchurch earthquake earlierthis year, and how these natural disasters affect businesses. Some of us also remember thestorm that hit Canberra in early 2007, causing disruptions to some major buildings andbusinesses. As Facility Managers, can we take lead during these times of emergencies?

Facilities Managers are in a tough position when considering business disruptions, having tobalance the sometimes conflicting needs of asset owners, tenants and other stakeholders. Thereis a shift in how organisations are approaching the challenge of how they prevent emergenciesbecoming a crisis, and how they respond and recover if something does happen. The FM role isevolving, but should they follow-the-lead or can they add value to their organisations by leading?

Come and join the discussion on this important topic. Geoff Olsen, Noel Arnold and Associatesand MC2 Pacific, will kick off the discussion by sharing his experience as a Business ContinuityManagement consultant, leading a wide range of complex operational risk management projectsacross utilities, mining, insurance and Government industry sectors.

Listen to what Geoff Olsen has to say, share your views and learn from experience of others. Thisis also your opportunity to find out about the latest legislations about Business Continuity andassociated emergency procedures.

To register or to find out more about this FM Smart event please click here

2011 Up and Coming Branch EventsMark out your calendar with these dates and look out for the flyer on the up and coming FMA ACTBranch events:

Thursday 18 AugustLuncheon - Operation Sunlight

Thursday 15 September - 3.30pm – 5pmTech Seminar on Basic Building Services, including a tour of a typical plant room

Thursday 20 October - 3.30pm – 5pmPanel Discussion between Facility Mangers and FM Industry representatives on current local FMTheme

Thursday 17 November - 3.30pm – 5pm

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Site Visit

Your supports and contributions towards staging the above events will be much appreciated. So,if you would like to be involved and assist the FMA ACT Branch Committee, please contact one ofthe Committee members at our next event or contact FMA Australia’s National Operation Manager- Carolyn Journeaux cj@fma.com.au or 03 8641 6666.

SA Branch News

South Australia Branch was unable to hold our World FM Day event in June due to a peskyvolcano whose ash caused our guest speaker to be stranded, so we are pleased to announce thatwe are having a delayed World FM Day Breakfast on Thursday 7 July. We hope all registeredattendees are still available for 7 July and we welcome those that are now available to register forthe following event:

The critical role of the facility manager in public private partnerships

Public private partnerships (PPPs) represent a significant opportunity to facility managementbusinesses. John will outline the nature and structure of PPPs and market prospects. He will focuson the emergence of the facility manager’s role as being critical to the success of these projectsand will highlight how the facility manager drives success during the three main stages of theseprojects: winning the bid; construction and commissioning; and operations.

The presenterJohn Hesketh is the General Manager, Facility Management, Investment and Facility ManagementDivision, Leighton Contractors. John has responsibility for all current facility managementoperations (Queensland, New South Wales, Victoria, South Australia and Tasmania), and isresponsible for the development and growth of the business. John has been with LeightonContractors since 2003, and his focus is in the health and education sectors.

John has a degree in Civil and Structural Engineering, and he is also a Master of BusinessAdministration. He has worked as a structural design engineer, in construction management, hasmanaged his own engineering services company, and has worked in the UK and Hong Kong.

This presentation would not be possible without the assistance of Leighton Contractors, and wethank them for their assistance

Join us in the Hindmarsh Room, Crowne Plaza Adelaide, 16 Hindmarsh Square Adelaide at 7am(registration) for 7:30am to 9am (breakfast). $55 members, $75 non-members, and $500 tableof 10. Don’t forget, if you are a member you can bring along guests at member rates.

For further information or to book please click here.

South Australia Film Corporation – Adelaide Studios site tour

The South Australian branch of FMA Australia and the South Australia Film Corporation invite youto be part of an exclusive site tour of the newly-opened Adelaide Studios on Thursday 18 August.

The South Australian Government announced the establishment of a new film and screen centrein Adelaide: the new Adelaide Studios. Adelaide Studios is a $43 million project of the South

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Australian Government for the South Australian film industry, and has been developed within theCultural Precinct of the Glenside Campus, which involves adaptive re-use of the heritage buildingformerly operating as the administrative centre for Glenside Hospital.

Adelaide Studios will be the new permanent home for the South Australian Film Corporation. Thenew film and screen centre has been designed as a creative hub for local production companiesand screen practitioners, and more than 30 local businesses will also take up tenancy on the site.

Adelaide Studios is a state-of-the-art production facility for film, television and new mediaproduction. It includes two sound stages, a sound mixing theatre, screening theatre andproduction offices all set within the cultural precinct of the Glenside Campus – a majorredevelopment project for the South Australian Government.

The guided Site tour will be from 4pm with key members from Cox (Architect for ProductionFacilities), Bestec (Mech, Elect, Fire, Hydraulics), Wallbridge and Gilbert (Structural) and AECOM(specialised acoustic advice) providing a presentation.

Further details and registrations on this event will be out shortly. Don’t miss out – mark it in yourdiary now!

Suzy DonnellanChairman FMA South Australian Branch

QLD Branch News

The Queensland Branch World FM Day forum linked our local event with the global FM community.Our guest speaker was Peter Schultz from Leighton Contractors, with a presentation on FM in theMining Sector.

What’s involved in developing this support infrastructure?What FM services will the sector be looking for?

Peter’s informative presentation posed these questions and provided detail of the opportunitiesavailable for FM in this booming market sector.

‘If we consider that around 61,500 new operational jobs will be created in the mining sector by2015, as well as tens of thousands more in the construction stages, there will be a high demandfor casual, semi-permanent and permanent accommodation throughout Australian miningregions.

‘Of the 75 advanced projects identified in 2010, 67 are already under construction (with 30 ofthese still underway in 2011) and eight are still to start, but will do so within the next threeyears. Forty-one projects are in the energy sector (predominantly coal seam gas/liquefied naturalgas), 28 are in mining (predominantly coal and iron ore) and six in mineral processing with 286less advanced projects identified. Taking into consideration the reported growth within this sector,there is going to be an increased demand for facilities within these regions, plus the provision ofskilled facilities management.’

Our thanks go to Leighton Contractors for their support to the Queensland Branch and theirongoing support in 2011 for significant events in the FMA calendar.

Coming Events:

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28 July 2011 Queensland Branch Lunch Forum – Guest speaker Chris Hunt from JonesLang La Salle

Disaster Recovery: Procedures & Best PracticesYou can mitigate risk in the event of a natural disaster. Do you have all bases covered?

The entire state of Queensland experienced extreme weather conditions in December 2010 andearly 2011. Severe rain caused an area the size of Germany and France to be inundated byfloodwaters at the height of the crisis in early 2011. Drawing on Jones Lang LaSalle’s experiencewhere more than 150 sites under management were impacted by the Queensland floods andCyclone Yasi, Chris Hunt examines what worked well, including the importance of a robustcommunication strategy, placing resources on standby in case of emergency to minimise sitedown-time in a crisis, as well as sharing information across sites, portfolios and clients.

Chris will also explore lessons learnt, including having a short-term tactical plan in place as partof the longer-term real estate strategy, negotiating agreements with preferred suppliers andutilising social media as a key communication tool during a crisis.

Finally, Chris will provide some best practice in terms of a post-flood checklist, and importantelements of Business Continuity Plans including escalation processes, operational readinesschecklists and cyclone readiness guides.

About our speaker:

Chris Hunt: Regional Director Management Solutions – Jones Lang LaSalle

Chris is responsible for Integrated Facilities Management throughout Australia and New Zealandfor Jones Lang LaSalle – as part of the Asia Pacific IFM executive team. He has a team of morethan 400 facility managers and a portfolio of 3.75 million square metres under management inAustralia.

He has international experience, having worked in the United Kingdom and India as well asAustralia. He has a specific interest in leading and developing new talent within the Real Estateservices industry, and also retains a keen interest in the business continuity aspects of managingmission critical environments.

Please join us on: Friday 28 July 2011Time: 12 noon (registration) 12:30pm to 2pmWhere: The Sebel King George Square, Cnr Ann and Roma Streets, Brisbane Cost: $125 Members, $165 Non-Members, $1250 Table of 10. Prices incl. GST

For more information or to register please click here.

Upcoming events:It is that time of year again… Yes, dust off the clubs, gather up a team of four and take abreak to enjoy a day of golf and networking at Victoria Park Golf Course.

The FMA Australia Queensland branch golf day is a unique opportunity for members and guests tonetwork with key industry figures, whilst at the same time enjoying a first-class golfingexperience only a short drive from the Brisbane CBD.

Located on 110 acres of pristine inner city land, Victoria Park Golf Complex is one of Australia’sbest public courses. This 18-hole course is equipped with challenging tees and fairways and offersa spectacular combination of scenic views and undulating greens, all designed to test the skill ofeven the most experienced golfer.

What does the day involve?

The day begins at 7am with registration. You will be able to indulge in a light breakfast prior to

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jumping into your cart and heading off for the shotgun start. As you play the course, beveragesand snacks will follow you around. After your golfing endeavours it is back to the clubhouse to sitback, relax and enjoy a gourmet BBQ and a few drinks whilst the all-important presentations ofthe day’s winners takes place.

Friday 26 August 2011Time: 7am – Registration and light breakfast 8am – Shotgun start followed by presentation BBQ lunchVenue: Victoria Park Golf Course – Herston Road, HerstonMember: $175 incl. GSTNon-Member: $225 incl. GST Team of Four: $625 incl. GST(Team Captain is an FMA Australia member)Team of Four: $825 incl. GST(Team Captain is an FMA Australia non-member)

For further information or to register please click here.

The Golf Day is a great way to get your company out there and promote what you can do for theFM Industry... If you are interested in sponsoring a hole or longest drive etc., please see theattached sponsorship opportunities. Great value for great exposure.

Golf Day sponsorship opportunities

Murray WickhamQueensland Branch Chairman

VIC Branch News

On Friday 24 June, Victoria held its World FM Day Lunch and Exhibition. A sunny day greeted ourguests at Zinc Federation Square, which features floor-to-ceiling windows that overlook the YarraRiver, showcasing breathtaking views of the sparkling city landscape to the elegantly lit ArtsCentre spire and Princes Bridge, creating a unique Melbourne atmosphere. We had 150 attendeesfor lunch, who had ample time to have a refreshment, network and preview the 26 exhibitorswho featured around the perimeter of the lunch tables.

Our MC for the lunch was our newly-appointed Chief Executive Officer Nicholas Burt whointroduced World FM Day, as well as himself, and provided us all with a great start to the day. Thelunch guest speaker was Laurie Reeves, a Director of MELT FM and Controlworks, who proceed toentertain and inform us on the current state of energy and our buildings. He visited the issues ofCarbon Tax, our politicians, the technologies available for energy-related projects, and reviewedthe barriers that sometimes prevent us from achieving our environmental and commercialbalance in energy reduction activities.

The exhibition opened to the public after lunch with a constant stream of interest to all exhibitorswho provided a diverse array of quality products and services that are used in our FM community.The exhibitors displayed a sense of stamina and humour over a long day, and I am sure that allwho attended gained insights for use in their current and future activities.

Later in the afternoon we had the great fortune to hear from Don Elgin, Australian andParalympics world champion. He talked about his life and other topics, providing one of the mostinspirational, motivational and entertaining talks that we have heard in a very long time.

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Thank you to the FMA national office team and the Victorian Committee for their efforts in makingthis day a success. Thank you to all attendees and exhibitors, and we look forward to seeing youat World FM day 2012.

Upcoming eventsVictoria Branch Luncheon

Friday 22 July 2011 – River Rooms 2-3, Level 1, Crown Towers, 8 Whiteman Street Southbank.

Making public private partnerships work

The Victoria July lunch will focus on public private partnerships and will provide an insight into thechallenges faced in the delivery of PPP projects and the mechanisms used to overcome them. Our two presenters will give you an overview of PPPs from both state and private entityperspectives, and will include well-known industry examples such as Southern Cross Station, theCounty Court of Victoria and the Melbourne Exhibition Centre.

The Presenters

Government Graham O’Donnell Dept. of TransportPrivate industry Murray Walls Advanced FM Services Australia

For more information or to register for the luncheon please click here.

Thank you to the following exhibitors at our World FM Day, and please visit the Expo page for

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further details on the FMA Australia Expo Exhibitors throughout the series.

1200 BuildingAdvanced Spatial TechnologiesBureau VeritasCommercial SolutionsControlworksDyson AppliancesExpress GlassFM InnovationsFSI ConceptsGJK Facility ServicesGlobepros Australia Pty LtdGreenluxHPM LegrandIntegra Water TreatmentL&H GroupMegasealed BathroomsMuller Industries P/LmySmart CTINuflow TechnologiesProgrammed Facility ManagementRMIT UniversitySchneider ElectricsSmart Records GroupThe Drain ManUnlimited WaterVerifiedWilson SecurityWorkplace Access & Safety

WA Branch News

Phew!!!

Thank heavens it’s 1 July and we can stop holding our breath.

Last year’s overspent repairs and maintenance budget has become a distant memory, and wenow have a brand new bucket of cash to spend.

Of course we still have the remainder of last years Capex projects to finish off, so we really won’t

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be able to concentrate on this year’s program for another six weeks, but that’s OK – we can catchup.

Sound familiar?

This scenario is happening all over the world, and while we might feel a bit guilty about our lackof planning and organising skills, I believe it highlights the impact of the reactive nature of thefacility manager’s role.

As much as we set out to plan activities and dedicate time to more complex projects, we arebasically jugglers keeping as many balls in the air as we can. However as we all know, whilejuggling looks really flash, it’s an unsustainable and risky exercise with precious little time tospend on any particular ball.

Making the move from working reactively to gaining more control of your time is more art formthan science, and learning from past experiences starts the process.

Managing your contractors and making sure that they are fulfilling their contractualresponsibilities is crucial to your peace of mind. We do not have time to chase contractors aroundall day so go through the scope, check and confirm the mutual level of understanding, addressany shortfalls and let them get on with it.

Consider a building condition audit. This will give you not only a quantity of backlog maintenancethat you can prioritise, package and contract out, but also helps you get a handle on yourmaintenance budget for the next couple of years.

Once an acceptable level of presentation and functionality has been achieved, it is then easier tomaintain that standard and please more people for more of the time.

Experiment with preventative maintenance. Give that faithful old plumber a break from justcalling him with panic jobs, get him on site for a few hours a month to flush toilet cisterns, checkall the taps, water heaters and AHU drains. You will be pleasantly surprised with the reduction ofexpensive call outs, resultant damage and time wasted investigating these niggling issues.

Take control.

EVENTS

Another way to control your destiny is getting involved at design stage.

Building information modelling will be the only way that business is conducted within the next tenyears. There are many pitfalls and unknowns in taking the BIM journey, but we need tounderstand the process. Come along to this, the first in a BIM series to begin your journey.

Look out for the first event scheduled for 21 July 2011 at the GHD office.

This presentation is part one of a series of three to be held over the next five months. Starting atthe beginning, we want to explore the detail behind the BIM process, what it is and what drivesit. AEC Systems as suppliers of software systems and training in architectural modelling are wellplaced to provide the introduction to this important topic. Facilities managers will in the future beusing a host of new tools derived from the design and building development models to practicetheir ‘6D’ view of the world.

Also keep your eyes peeled for a visit to St Mary’s Cathedral in Fremantle, planned for mid-August.

Come on WA Members, get involved!

If you have any items of interest for the monthly column please do not hesitate to contact me onjohn.monahan@centro.com.au

Regards

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John Monahan,WA Branch communications

General NewsWhat is the ‘Centre for Facility Management Learning (CFML)’?The Centre for Facility Management Learning (CFML) is the Education and Training arm ofFMA Australia. CFML operates to ensure that it meets the ongoing skills development andknowledge acquisition of people within or wanting to enter the industry. It offers a range ofservices for individuals and your organisations.

PROFESSIONAL DEVELOPMENT (PD) – SHORT COURSES

The latest schedules of courses are aimed at developing participants’ technical and operationalskills within the facility management industry. This can range from introductory through toadvanced and include subjects such as:

Contractor Safety Management;Property and Risk Management;Finance for Facilities Management;Strategic Risk – Bomb Safety and Security; andManaging People.

To see the latest schedule of courses, download our brochure or visit fma.com.au to register andkeep an eye out for new topics coming soon. If you are interested to discuss more about PDplease call Rob Garrard on 03 8641 6612 or email pd@fma.com.au.

CUSTOMISATION

CFML can also work with organisations to customise programs for the need of your business, anddelivery can be arranged on and offsite based on availability and resources.

SPECIALISED SHORT SHARP SEMINARS

Throughout our branches across Australia, FMA Australia offers seminars on technical andlegislative updates to keep our membership informed.

EDUCATIONAL QUALIFICATIONS

FMA Australia’s Diploma of Facilities Management is open for enrolments at any time of the year.The popularity of the course is based on its flexibility, with a rolling intake, online access, and aself-paced program, allowing students to manage their time commitments. In the latest Facility Perspectives magazine, the article ‘Developing the Current and Future FacilityManagement Practitioner’ highlights the benefits of the course and gives some insight from astudent’s perspective, its value and the opportunities it opens to the individual. For furtherinformation on how the Diploma can assist you, please contact Rob Garrard, Manager – CFML or03 8641 6612.

FMA AUSTRALIA OFFERS INTERNATIONALLY RECOGNISED FM CREDENTIALS

The Certified Facility Manager® (CFM®) credential sets the industry standard for ensuringknowledge and abilities of practicing facility managers. The certification process is designed toassess competence in the field through work experience, education and the ability to pass acomprehensive exam. Since the program began in 1992, more than 3100 facility managers from32 countries have achieved this prestigious recognition.

A knowledge-based credential, the Facility Management Professional (FMP) is designed to

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accelerate an FM’s transition into the profession. This credential has been designedfor entry-level and transitioning FM professionals who do not yet have the hands-on experience required for obtaining the CFM

CONSULTATION

If you have identified a need for professional development for your staff, or require a trainingneeds analysis or further information about the Diploma or credentials, please contact Centre ofFacilities Management Learning – 03 8641 6612 or email: cfml@fma.com.au and Rob Garrard willwork with you to ensure that you achieve your outcomes.

Asset Accounting and Management 2011CPA Australia presents a two-day conference designed for finance, business, and accountingprofessionals involved in the management and reporting of their company assets.

You will hear from experts who are responsible for assets ranging from iconic landmarks to localgovernment and commercial properties. They will share their invaluable knowledge to help youdevelop and implement strategies for your organisation.

This year’s conference addresses a broad range of technical and practical topics, includingmanaging risks, dealing with the aftermath of natural disasters and understanding assetmanagement planning techniques to offer you a complete learning experience.

Outcomes from attending

Gain industry-specific knowledge from experts and learn from real-life examplesUnderstand industry best practice benchmarks and standardsLearn how to increase reliability and reduce the operational cost of assetsImprove your decision-making with effective budgeting and forecasting methodsIncrease the effectiveness of your asset management plan

Key speaker highlights

Sally Nugent – Chief Executive Officer, Asset Management CouncilMark Williams – Executive Manager – Business Performance and Risk, GWM WaterStephen Ballesty – Managing Director – Advisory Services, Rider Levett BucknallMischa Ginns – Project Manager, Australian Accounting Standards BoardPaul Akhurst – Former FM Director, Sydney Opera House

When and where21-22 July Hyatt Hotel Brisbane, Brisbane25-26 JulyPark Hyatt Melbourne, Melbourne

Register by 24 June and save up to $275 with our early bird discount!

For more information or to register go to http://www.cpaaustralia.com.au/asset

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Member ProfilesIrene Noordhorn

General ManagerTSM (The Service Manager)

What was the driving force behind your decision to become a supporter of FMAAustralia?

TSM have a number of clients in the property/facilities management field and we saw FMAAustralia as a very good resource to bring us closer to our existing and potential new customers.Another benefit is that we will be able to stay on top of changes in the industry.

How does your work at The Service Manager relate to the facilities managementsector?

TSM specialise in field service software, which includes site asset management. TSM is able toschedule regular maintenance and then keep comprehensive records on work carried out on site.

What are some of the significant projects The Service Manager has been involved with?

It’s not so much the projects that TSM has been involved with, and is more about what TSMclients have been involved in. With over 1700 clients using TSM, there have been many projects.TSM is not so much a project-based solution as it is a long-term association with our clients, whoare likely to be using our software for many years to come to manage their projects.

What does your current role involve on a daily basis?

My role is very varied, ranging from working on future directions for the company, or softwaredevelopment, to managing day-to-day priorities, which could be running a seminar, assisting thesales team with more complex accounts, or overseeing the activities of our support team.

What do you like most about your work?

The variety is one aspect I do enjoy, but also the sense of satisfaction that you get knowing thatyou have a good product and that you are contributing in the marketplace, helping otherbusinesses to save hundreds of thousands of dollars each year.

Do you have any sustainability initiatives in place at your organisation and, if so, canyou elaborate on those?

TSM has a policy of keeping travel to a minimum by allowing staff to work from a home office,conducting webinar meetings and providing remote access support to our clients. We estimatethat we save over 100,000 kilometres of car travel per annum. We also ‘live’ the paperless officewith minimal printed material.

In your opinion, what are going to be the big issues facing the facilities industry over

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the next five years?

TSM have identified that keeping accurate maintenance records is already an issue and feel thatthis is only going to become more challenging as new requirements such as green buildingstandards are introduced. Also ensuring that equipment is serviced in the appropriate timeframeto ensure optimal performance is something that we see as becoming more critical.

Finally, as a supporting member, what are you looking forward to most in terms of youraffiliation with FMA Australia?

We are looking forward to learning from the other members, as well as sharing our ownknowledge to assist companies in the facilities management arena to simplify the administrationtasks that they perform daily.

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